Strategic Enterprise Customer Success Lead

3 weeks ago

London, Greater London, United Kingdom Smarsh Full time
Smarsh: Empowering Customer Success in Regulated Industries

At Smarsh, we empower our customers to manage risk and unleash intelligence in their digital communications. We're seeking a Strategic Enterprise Customer Success Lead to join our Enterprise Customer Success organization.

Key Responsibilities:
  • Create value for our customers by knowing, tracking, and managing their business objectives tied to Smarsh solutions.
  • Establish, maintain, and grow senior executive relationships for our accounts.
  • Partner with Account Executives to develop long-term strategic account plans and lead substantial portions of the plan.
  • Drive and track customer adoption of Smarsh products and services.
  • Proactively identify strategic growth opportunities while providing value with what the customer has today.
  • Measure and report on customer health.
  • Identify appropriate steps or resources and lead efforts to improve customer health.
  • Proactively identify At-Risk Clients and define escalation and remediation plans.
  • Establish and oversee comprehensive customer governance structures with clear processes, cadence, and communication channels.
  • Take ownership for resolving customer issues, partnering with other internal teams to ensure escalated issues are resolved in a timely manner.
  • Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts.
  • Negotiate complex renewal terms.
  • Adhere to defined CSM processes, metrics, and tools.
  • Track activities in CRM tools and accurately log outcomes of customer discussions.
  • Consistently meet or exceed target customer activity metrics and Service Level Objectives.
  • Identify best practices and coach throughout the Customer Success team.
  • Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.

Requirements:
  • Experience in a customer-facing role, preferably in B2B and/or SaaS environments.
  • BA/BS degree in business/technology or comparable experience and 5+ years' experience in customer success.
  • Understanding of regulated industries, including banks, broker dealers, hedge funds, private equity, Fintech, and VC funds.
  • Strong oral and written communication skills.
  • Intellectual curiosity and technical acumen.
  • Skilled at matrix management and using leadership skills to achieve goals.
  • Demonstrated mastery of organization skills.
  • Confident in juggling multiple tasks.
  • Ability to quickly understand questions and problem-solving.
  • Proven results in driving customer health and satisfaction, resulting in loyalty and advocacy.
  • Knowledge of working in tools like Salesforce, Gainsight, and Jira.

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